Stellantis & You uses self-service to manage peak-time demand and streamline operations
July 2025
Home to emblematic brands like Peugeot, Citroën, Jeep, Fiat, or Abarth, Stellantis & You Germany operates more than 35 branches across the country with manufacturer-certified mechanics.
A rising demand for self-service
Located at a key entry point to the busy city of Hamburg, this Stellantis dealership experiences heavy customer traffic during morning and afternoon peak times.
The dealership’s position along a major route to the city center makes it a frequent stop for many customers on their way to work early in the morning, particularly between 7:30 and 9:00 AM.
In addition to the peak hour traffic, the dealership also observed growing demand from customers for an option to drop off or pick up their cars without assistance from a service adviser. Previously, service advisers relied on handwritten name tags to manage drop-offs, but this resulted in issues like missing or hard to read information.
Scaling capacity without additional personnel
To meet these challenges, Stellantis rolled out Tjekvik’s self-service technology consisting of one Indoor and one Outdoor kiosk at their site in Hamburg in 2023.
Adoption was straightforward. When Tjekvik was initially presented to the dealership, some of the staff were concerned that it might replace jobs or responsibilities, but they were quickly impressed when they saw how rapidly customers embraced the self-service option.
Following the implementation of Tjekvik, the dealership immediately discontinued their manual drop-off process and shifted to digital self-service.
Integrating self-service into the daily routine
Scheduling customer appointments via self-service is now a part of everyday operations at Stellantis & You in Hamburg. If a customer wishes to bring in their car in the morning and a service adviser isn’t available until later, the customer is guided to use the kiosk as a convenient alternative to drop off their car ahead of time.
Stefan Lenz, Aftersales Responsible at Stellantis & You Hamburg, says: “This has become a regular part of our daily routine.”
The dealership proactively encouraged customers to use the kiosks through a communication campaign announcing the introduction of self-service. They also trained service assistants on site to recommend the use of the kiosks when they were in a queue, telling customers “If you’re in a rush, you can try the terminal.””
During the initial phase of the roll-out, a staff member accompanied customers through the process, which proved very effective in helping them learn how to use the kiosk.
Effortless implementation
Michael Mertens, Aftersales Director in charge of Germany and Austria at Stellantis & You, thinks that the onboarding process was a very positive experience. The requirements were clearly communicated ahead of time, and the installation of the kiosks on site required very little effort.
For Stefan Lenz, the system itself is self-explanatory and easy to use, but he recommends that a Tjekvik Customer Success manager stay on site for an additional day during the initial learning phase to make sure everything is running smoothly.
Key benefits from using self-service at Stellantis & You
With customers becoming more digital and online-savvy every day, the self-service kiosks were rapidly accepted at the German dealership. In 2024 and through the first quarter of 2025, the dealership had a total of 4,276 self-service interactions with Home Check-In rates of 36% and Kiosk check-in rates of 30%.
While some customers still prefer to speak with a service adviser, customer feedback has been overwhelmingly positive, many giving 5-star Google reviews for the dealership’s shift to more digital solutions.
A major benefit for customers is the ability to use self-service outside of standard opening hours, such as on Sundays. Tjekvik’s Outdoor kiosk allows them to drop off and pick up their car whenever it is most convenient for them, reducing the pressure on customers who need to meet tight schedules.
Home check-in
Check-in at the dealership
Added-value revenue
From the staff’s perspective, the kiosks significantly reduced their workload, as many customers now opt to use the kiosks. A service adviser typically spends 20 to 25 minutes with a customer. Thanks to the kiosks, they now save 5 to 10 minutes on each interaction because works orders are often ready by the time customers arrive at the dealership.
Service advisers simply retrieve the key from the kiosk and inform the customer about the costs, which allows them to manage more appointments in less time.
The dealership also noticed positive results in terms of additional sales. During 2024 and the first quarter of 2025, they generated 76,354 EUR in added value sales though the kiosks.
What’s next
With clear benefits for both customers and employees, the dealership thinks self-service will definitely be a part of the future.
Mertens says, “As electric mobility grows, dealerships will need to handle more throughput with fewer employees, and the kiosks will help us do that without requiring additional staff. They also help us stay competitive with labor costs.”
In terms of further features, the dealership is considering payment functionality as a next step in expanding the kiosk’s capabilities.
Asked if he would recommend the kiosks, Stefan Lenz responded: “Yes, I think it could really help in locations with smaller teams. It provides a reliable alternative to ensure all necessary tasks are covered, even during peak times or staff shortages.”
Tjekvik’s self-service technology is now in use at Stellantis sites in Hamburg, Frankfurt, Berlin, and Leipzig.